ComplaintsforZuckerman's Pest Management

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up with a service agreement with Zuckermanns and they have failed to provide said service in providing bug removal and remediation from my property. I signed a contract with them stating they would remove bugs and maintain a bug free home. I have called them and emailed them stating I have not received this treatment and they refuse to give me my money back. I have even compromised with the company in only asking for the past 5 months to be returned and they have stated no way and forwarded me to their attorney. I feel cheated and I am discussed in how they have handled my complaint and my services. Horrible company and awful office management.

  Business response

  05/17/2023

  We received a voicemail from ***** on Tuesday May 16th at 10:22 am. ***** stated in his voicemail that he wished to cancel services and was requesting a 1-year refund. ***** first had us out to his property on 3.29.2022 for an inspection. He then entered into an agreement for ongoing pest control services that occur 3 X a year with a call back warranty in between services. The pest control coverage program had a onetime initial service charge, and a monthly reoccurring subscription for the life of the program, with a short commitment of 100 days, and reoccurs until canceled by the client. During the one year, ***** did reach out to us on one occasion to utilize his warranty call back service, which is covered in his agreement, this added service was completed on 8.19.2022 in alignment with our 100% satisfaction guarantee call back warranty. Service dates were as follows: Initial service 4.1.2022, Spring Service 6.21.2022 (typically scheduled May to June), Fall Service 8.11.2022 (Typically scheduled August – September), Winter service 1.5.2023 (Typically scheduled January – February), The comprehensive winter inspection was emailed on 2.28.2023 as a follow up to the 1.5.2023 appointment, on 4.12.2023 ***** was sent an email reminding him that spring services were coming up soon, and that we would do our best to get to everyone as soon as possible and for those that requested services  ASAP, we would try to see if we could get a few in during that time, weather permitting, and currently was scheduled to have his 2023 Spring service in May or June. On May 4th, 2023, ***** called the office at 9:48 AM and spoke with ***** requesting to know when his spring exterior service would be provided. ***** advised him that due to the very variable weather, we were scheduling these 1-2 days in advance of treatment, and she could not provide him with an exact date yet, but that he would receive a text and an email 1 day prior to treatment as always. The call lasted 2 minutes and 48 seconds. The client states he “has been calling March-May inquiring, however, I have searched the company call logs, text messages and all email and I am unable to find any other inquiries from ***** regarding any requests for services or warranty follow up appointments. In my initial email to *****, I stated that we would he happy to cancel the account per his request and proceeded to request information about the services he states he ever received. Pet the service agreement and program plan, he has received all treatments to date and was in line to receive his spring service in May or June, and that we had him in the pool of clients requesting earlier treatments. We are required by state and federal laws to follow all label requirements and to ensure there is no drift and overspray of products on the exterior of the property, and the labels have restriction on treating in the rain or when rain is expected within a specified timeframe. For the product we use during our spring applications, we are restricted as follows “Do not apply when rain is predicted within 48 hours post-application or during active precipitation.” This had led to very few days of being able to treat exteriors of home so far and we are just now getting some of our exterior treatments in. This was explained to the client last year for his spring service on 6.21.2022 and this year on 5.4.2023 when the client called to inquire. In an effort to work with the client and come to a fair and reasonable resolution, I offered and looped in our attorney who assist in writing our contracts and service plans, reviewing all of the services provided, timelines and recent request. Our attorney reached out on the very same day as the cancellation and refund request at 9:22 PM on 5.16.2023 via email and since ***** had stated that his attorney was handling the case, she provided her contact information to have ***** *******, *****’s attorney, reach out to her on behalf of the client. To date (5.17.2023 @ 6:35 pm, I am unaware of any communication from ***** or his attorney in attempt to resolve the matter. We are working diligently to try to come to a fair resolution. For each scheduled service (3 per year,) there are 4 monthly payments (of 12) that would go towards each service cost. For payments made on 1.1.23, 21.23, 3.1.23 & 4.1.23, these would cover services provided in January/February. Since we had not yet performed a spring service, we offered the client a refund for the 5.1.23 payment as a gesture of good faith, contrary to the contract which states “No refunds are provided for months billed if a written cancellation notice is received after the payment was due.”. We have provided 5 services over the course of 1 year and 2 months and have upheld our service agreement promise. We make every attempt to provide great service and short commitment times and feel that we have done everything to provide the client with the services they signed up for. If the client is amicable to receiving a courtesy refund for a payment made on 5.1.2023, we would be happy to resolve the complaint in that manner. We do not feel it fair to refund monies for services provided in full in line with our contractual agreement. Additionally, we are awaiting the communication between the 2 attorneys to further assist with mediation to a resolution. 

  Customer response

  05/18/2023

  After reviewing the contract I signed, I understand that it was solely my fault for trusting a horrible company. I understand the contract and request any money for their failed services. I will tell anyone and everyone that will listen to stay as far as they can away from this company because in my opinion they scam their customers such as myself and continuously bill their customers and provide minimal service and horrible customer service. I can only wish for bad karma for this company and hopefully I am one of many that leaves their company for *******, a far superior company that actually cares for their clients. Please forward my money to me because according to calculations the year of service ended in April as the first and last payments were made in March. So this would mean I’m owed at least 2 months of non service. 
  
  

  Business response

  05/18/2023

  Thank you for your response. We again are sorry you feel this way about our company and services. During the year of service, we felt that during our interactions you had been happy with the service and wish we had been given the opportunity to rectify any issues you may have been experiencing with our company. We are agreeable to your request for a 2-month refund for services not yet rendered for spring. I have attached the refund receipts from our credit card processer. Thank you for assisting us in reaching a resolution.

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